Supply Chain Team Leader (Back Office Customer Services Team Leader)

Tetra Pak; Santiago de Querétaro; On-site; MXN 600,000 - 900,000; Full time

Job summary

Tetra Pak in Queretaro, Mexico seeks a Supply Chain Team Leader (Back Office Customer Services) to deliver best in class customer experience by guiding a team of back-office specialists and ensuring timely order fulfilment. You will translate customer needs into time-bound actions and report to the CSR BO Shared Service Center Manager.

You will lead development plans, coach the team, and drive improvements across global and local projects while maintaining high service levels.

Qualifications

• 5 years of operational experience in supply chain or customer service.
• Experience in team management or coordinating people.
• Proven project management skills to lead initiatives and align stakeholders.
• Excellent stakeholder management across markets, factories, and internal teams.

Responsibilities

• Provide leadership to the back-office customer services team and ensure timely, accurate order fulfilment.
• Align operations with market strategies and drive cross-functional collaboration.
• Lead global and local projects to enhance back-office efficiency and service quality.
• Support continuous improvement initiatives and ensure compliance with processes.

Skills

Strong English communication

Project management

Leadership

Stakeholder management

Team management

Education

University degree

Job description

Supply Chain Team Leader (Back Office Customer Services Team Leader)

Queretaro, Mexico

At Tetra Pak we commit to making food safe and available, everywhere; and we protect what's good – protecting food, protecting people, and protecting the planet. By doing so we touch millions of people's lives every day.

And we need people like you to make it happen.

We empower you to reach your potential with opportunities to make an impact to be proud of – for food, people and the planet.

Job Summary

We are looking for a Supply Chain Team Leader (Back Office Customer Services Team Leader) to deliver best in class customer experience by driving operational and quality excellence across our shared service center. In this role, you will lead and develop a team of back-office specialists, secure timely and accurate order fulfilment, and translate customer needs into impactful, time-bound actions. If you enjoy solving complex challenges, empowering people, and finding smarter, simpler ways of working, this could be the right next step for you.
Make an impact to be proud of – for food, people and the planet.
This position is based on Queretaro, Mexico and reports to CSR BO Shared Service Center Manager

What you will do

As Supply Chain Team Leader (Back Office Customer Services Team Leader), you will:

Enabling Sales Management Operations

• Secure timely and accurate order fulfilment throughout the supply chain by securing design master data and ensuring effective packaging material and additional material order management.
• Prioritize and allocate back-office activities according to workload, business criticality, and customer impact, ensuring the right escalation flow.
• Support the team in complex operational situations and negotiation points between different stakeholders
• Ensure compliance with global controls and standardized processes and support internal or external audits linked to back-office customer services operations.

People Management

• Ensure the organization, competence, and capacity of the back-office customer service team are aligned to business needs.
• Build strong development plans, fostering continuous learning, inclusion, and empowerment within the team.
• Provide day to day coaching, guidance, and on the job training to support individual growth and team performance.
• Create an environment where diverse perspectives are valued and people feel safe to bring new ideas and challenge existing processes.

Operational Performance and Execution

• Ensure strong alignment between supply chain operations and market strategies.
• Build and maintain collaborative environment with all departments involved in the customer services process in order to enable smooth order handling and high service levels.
• Act as the local order management process driver for the Shared Service Centre site you lead, ensuring consistency and efficiency.
• Drive the implementation of global and local projects that enhance back-office customer services operations and operational effectiveness.
• Lead World Class Manufacturing (WCM) activities within the team, focusing on productivity improvements in tools, workflows, and ways of working in alignment with the factory WCM office.
• Ensure that topics impacting operational performance or productivity are timely discussed with markets, factories, or Integrated Supply Chain (ISC) teams to ensure service levels are maintained with quality.

Customer Experience

• Drive smooth, accurate, and timely order management processes that ensure a high-quality customer experience.
• Actively track service levels and lead continuous improvement initiatives using defined data analytics.
• Liaise with factories and ISC teams, representing the voice of the customer and ensuring escalations are resolved with speed and clarity.

Commercial Compliance

• Understand and comply with Tetra Pak’s commercial practices framework, including pricing governance, contract terms, authorization matrices, and applicable regulatory frameworks, while following our global Code of Conduct.

We believe you have

• Ideally around 5 years of operational experience in supply chain, customer service, order fulfilment, or similar fields.
• Relevant experience in team management or coordinating people
• Proven project management skills, with the ability to lead initiatives, drive progress, and secure alignment across stakeholders.
• Excellent stakeholder management, with the ability to balance priorities, communicate clearly, and collaborate effectively across markets, factories, and internal teams.
• Strong English communication skills, both written and verbal.
• University degree
• A structured way of working, with the ability to oversee multiple operational flows and secure follow-through.
• A proactive, improvement-oriented mindset, constantly looking for ways to simplify, automate, and enhance back-office processes.
• A leadership style that promotes inclusion, empowerment, learning, and open communication.

We Offer You

• A variety of exciting challenges with ample opportunities for development and training in a truly global landscape
• A culture that pioneers a spirit of innovation where our industry experts drive visible results
• An equal opportunity employment experience that values diversity and inclusion
• Market competitive compensation and benefits with flexible working arrangements

This job posting expires on November 5th, 2026.

Diversity, equity, and inclusion is an everyday part of how we work. We give people a place to belong and support to thrive, an environment where everyone can be comfortable being themselves and has equal opportunities to grow and succeed. We embrace difference, celebrate people for who they are, and for the diversity they bring that helps us better understand and connect with our customers and communities worldwide.